AccountId: 011433970860
ContactId: 935b26e3-e9d7-459d-ac45-97bb5bc26d3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227080 ms
Total Talk Time (AGENT): 147959 ms
Total Talk Time (CUSTOMER): 63702 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/935b26e3-e9d7-459d-ac45-97bb5bc26d3d_20250122T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name's [PII], and I'm calling on behalf of my mother [PII]. I got a text that, uh, there was an update to her claim, and where I'm located at today. I can't get online to, to see what the, uh, update was. Can if I give you the claim numbers, can you look them up?
[AGENT][NEUTRAL] Yes, ma'am. But first, give me the policy number of the insured.
[CUSTOMER][NEUTRAL] I, uh, let me see, I don't even know if I have that with me.
[AGENT][NEUTRAL] OK. Give me your phone number, [PII], just in case we get disconnected.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] All right. All right, we can look up by name, if you got her social security number, do you have a social security number?
[CUSTOMER][NEUTRAL] I do, uh, let me get that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And her name is Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] OK, and what type of policy you're calling on?
[CUSTOMER][NEUTRAL] It's a cancer policy. It it was for uh the, the lump sum.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK, thank you for giving me that information. 219. OK, let me look at these two.
[AGENT][NEUTRAL] OK, 00129.
[AGENT][NEUTRAL] And let me see, do we have permission to speak with you about our policy? Do we have anything? You get a copy of the mother. Third party receipt. OK, we do. We have it. I see it's in note. Thank you, [PII]. Now, on the long term policy look like this was processed on yesterday, and let me tell you what they said. OK.
[CUSTOMER][NEUTRAL] Yeah, you should
[CUSTOMER][NEUTRAL] I, uh, we sent that in.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the FOB the lump sum benefit, uh um.
[AGENT][NEUTRAL] OK. It says the internal cancer first current benefit.
[AGENT][NEUTRAL] Is proba.
[AGENT][NEUTRAL] A lump sum benefit when a covered person received a first diagnosis of internal cancer, so they are saying that what she had was not internal cancer.
[AGENT][NEUTRAL] And let me see, they got one more code on here and let me see what they say they needed on this policy because on the lump sum they said the one internal cancer. Now that was uh OK, let me see. E O B N T that's 355-1553.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I need you 355 1553 and then they said.
[AGENT][NEUTRAL] Per path report received unable to verify internal cancer diagnosis. If you were diagnosed and have an updated PAT PAT report, please submit a well as any supporting medical records and autoized bill for treatment that you may have had. Please contact our office with any further questions. So from the path that they received, they couldn't read it to tell that it was internal account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if you have something to show that she was diagnosed with internal cancer, you can submit that information to our for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will do that then.
[AGENT][NEUTRAL] All right. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. I appreciate it.
[AGENT][POSITIVE] All right, thank you, [PII], for calling American Public Life, and you have a wonderful day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. Bye-bye.